# Customer Support Bot

> Build a customer support bot with Aerostack — AI responses, human handoff triggers, conversation logging, and multi-platform deployment.

Build an AI-powered customer support bot for Telegram in under 5 minutes using Aerostack's bot platform.

## What You'll Build

A bot that:
- Answers customer questions using your documentation (via MCP tools)
- Creates support tickets when it can't resolve an issue
- Hands off to a human agent for complex cases
- Tracks resolution rates and response times

## Prerequisites

- An Aerostack account ([sign up free](https://app.aerostack.dev))
- A Telegram bot token (from [@BotFather](https://t.me/botfather))

## Step 1: Use the Template

1. Go to **Dashboard → Bots → New Bot**
2. Select the **Customer Support** template
3. The template pre-configures:
   - A system prompt optimized for support conversations
   - Suggested MCP servers for knowledge base search
   - A workflow with escalation logic

## Step 2: Configure Your Bot

```json
{
  "name": "Support Bot",
  "platform": "telegram",
  "platform_config": {
    "bot_token": "YOUR_TELEGRAM_BOT_TOKEN",
    "webhook_secret": "a-random-secret-string"
  }
}
```

## Step 3: Add Your Knowledge Base

Add MCP servers to your workspace that give the bot access to your docs:

- **Knowledge Base MCP** — Upload your FAQ, docs, or help articles
- **Ticket System MCP** — Connect to your ticketing system (Jira, Linear, etc.)

## Step 4: Activate

Click **Activate** in the dashboard. The bot registers its webhook with Telegram and starts accepting messages.

## Step 5: Test

Send a message to your bot on Telegram:

```
User: How do I reset my password?
Bot: To reset your password, go to Settings → Security → Reset Password.
     You'll receive a verification code at your registered email.
     Need more help? I can create a support ticket for you.
```

## How It Works

```
User Message (Telegram)
  → Aerostack webhook receives message
  → Bot engine loads conversation history
  → LLM analyzes message + available tools
  → If tool needed: calls MCP workspace (search docs, create ticket)
  → LLM generates response with tool results
  → Response sent back to Telegram
```

## Customizing the Workflow

The template includes a visual workflow you can customize:

1. **Trigger** → Message received
2. **LLM Call** → Classify intent (question / complaint / feature request)
3. **Logic Node** → Route based on intent
4. **MCP Tool** → Search knowledge base
5. **Send Message** → Reply with answer
6. **Action** → If unresolved, create ticket + escalate

See the [Workflow Builder](/bots/workflows) guide for more details.

## Cost

- **Free tier**: ~100 conversations/month using the prepaid wallet
- **BYOK mode**: Bring your own OpenAI/Anthropic key for zero platform cost
- **Typical cost**: ~$0.01-0.05 per conversation (varies by LLM model)

## Next Steps

- [Add more platforms](/bots) (Discord, Slack, WhatsApp)
- [Create custom templates](/bots/templates)
- [Build complex workflows](/bots/workflows/examples)